Store policies

Quality Policy

If any product reaches you in a damaged or spoiled condition, and we agree that it has, we will, at your request, refund the value of that product to you.

Delivery Policy

If you have been charged for any product which hasn't been delivered, we will, at your request, either re-deliver that product or refund the value of that product to you.

If however any product has been picked mistakenly by our team, we reserve the right to pick up the product but may allow you to keep such product, or we will, at your request, either re-deliver the product you originally ordered, or refund the value of that product to you.

Substitution Policy

If a product you ordered is not available, we will try to substitute that product for a similar product of equal or higher value, but will only charge you the price of the product you originally ordered.

Only as a last resort, we may substitute with a lower value product. In this case, we will only charge you for the lower value product.

'No Substitutes' Option

If you prefer, you may specify that you do not want to allow product substitutions, by de-selecting the ALLOW SUBSTITUTIONS box at the online checkout.

• Payments are processed in real-time.• Countdown Online does not have access to your full card number, this credit card payment is secured by DPS.• DPS have bank grade security. All transaction details are stored in their PCI-DSS compliant Data Centre.• DPS Payment Express Software is certified with over 200 banks globally.

Invoicing Policy

If you are invoiced an incorrect amount for any product ordered, an adjusting payment must be made by you, or will be made by us, as the case may be, to reflect the correct amount which should have been invoiced.